Salesforce Technical Support Analyst

Royal Bank of Canada • Minneapolis, MN

13d • $65,000 - $115,000

About The Position

This position is for a Salesforce Technical Support Analyst for US Wealth Management technology. Ensures smooth day to day operations of Salesforce by providing production support, handling case management efficiently and manage Salesforce administration activities. This is an excellent opportunity for someone who has a few years of Salesforce experience and sees themselves building their career in Salesforce within a financial services organization.

Requirements

• Must have 3+ years of experience as a Salesforce administrator in a support or operations role preferably in a financial services organization
• Salesforce Administrator Certification
• Strong understanding of Salesforce platform features (Sales Cloud and Service Cloud).
• Proficiency in user management, security, workflows, and reporting.
• Excellent problem solving and analytical skills.
• Strong communication skills to effectively interact with technical teams and business stakeholders.
• Ability to work independently as well as in collaborative team environment.
• Exposure to ITIL processes (Incident, change, problem management).
• Bachelor’s degree in computer science, Information Systems, or related field

Nice To Haves

• Experience in a matrix environment, such as a large, publicly traded corporation.
• Knowledge and experience with Salesforce Financial service cloud and experience cloud.
• Strategic thinker with excellent interpersonal skills to work across functions and businesses.

Responsibilities

• Troubleshoot and resolve application errors, data discrepancies, integration failures and user-reported issues.
• Perform root-cause analysis of recurring problems and propose preventive solutions.
• Coordinate with Salesforce developers, admins and other IT teams to escalate and resolve complex issues.
• Document case resolutions, knowledge articles and operating procedures.
• Ensure timely resolution of service requests in compliance with defined SLAs.
• Conduct post-release support to ensure new development function as expected.
• Serve as second line of support for end-user issues, logging and resolving cases promptly.
• Salesforce user management and security administration activities.
• Create and maintain Salesforce Flows to automate business processes (screen flows, record-triggered flows and scheduled flows).
• Configure and maintain case assignment rules and auto response rules in Service Cloud.
• Perform data management tasks (data imports, exports and deduplication)
• Provide regular communication to end users on case progress and resolution timelines.
• Ensure adherence to escalation protocols for high priority or critical cases.
• Collaborate with business users to gather requirements for enhancements and convert them into configuration changes.
• Follow ITIL or internal service management practices for Incident and problem management.
• Effectively communicates and builds rapport with team members, stakeholders and interface groups using a variety of techniques and collaboration from initiation to close.

Benefits

• A comprehensive Total Rewards Program including bonuses and competitive compensation
• Ability to make a difference and have a lasting impact via contributions to high visibility initiatives involving challenging work
• Opportunity to build cross-asset cross functional relationships across the bank
• Work in a dynamic, collaborative and high-performing team

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees